Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on October 31, 2022.
The goal of this document is to share our findings regarding the event, specify the root cause analysis, outline actions to be taken to solve the downtime event, as well as preventive measures Ex Libris is taking to avoid similar cases in future.

Effected Products 

Primo VE

Event Timeline

Service interruption was experienced by Ex Libris customers served by the Higher-Ed Platform NA01 instance at the Chicago Data Center between Oct 31, 2022, from 16:10 until 16:43 Chicago time

During this time frame the service was either slow or unresponsive for Primo VE. Due to the nature of the problem only some customers were affected by this event.  

Root Cause Analysis

Ex Libris engineers investigated this event to determine the root cause of this issue and concluded the following:

High load on one of three search engine pair-nodes caused slowness for some customers.

The load was identified by our monitoring systems and affected pair-nodes were restarted to restore normal service.

Technical Action Items and Preventive Measures

Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:

• The affected pair-nodes were resized on the same day to prevent reoccurrence

Customer Communication

ExLibris is committed to providing customers with prompt and ongoing updates during Cloud events. Ongoing and prompt updates on service interruptions appear in the system status portal at this address: http://status.exlibrisgroup.com/

These updates are automatically sent as emails to registered customers.